CO2 Blast Cap - Improving Quality Assurance
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Transcript of CO2 Blast Cap - Improving Quality Assurance
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QUALITY ASSURANCEBernard Buttone, Branch Manager, Triangle Pest Control LLC
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Quality Assurance: Save money and
customers
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Quality assurance
noun - the maintenance of a desired level of quality in a service or product, especially by means of
attention to every stage of the process of delivery or production
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- Training- Procedures- Checklists
Where does it start?
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WHO IS ACCOUNTABLE?If your people don’t know what they are supposed to do, how are they supposed to do it?
What level of quality do you expect?
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● Make sure it hits all of your service steps● Yes or No questions, no gray area● Comments, comments, comments
WHAT IS IN A GOOD QA CHECK?
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CONSISTENCY IS KEY
●Customer’s know what to expect
●If something isn’t working, it’s the system
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● Know what to expect, call you back less
● What new guy?!?● Worked the last time, it will work
again
CUSTOMER EXPECTATIONS
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● What is easier to change, a system or a technician?
● How do experiments work?
FIX THE SYSTEM, NOT THE TECH
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● If it’s working then let it be
IF IT AIN’T BROKE
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QA’s are designed to reinforce behavior● Not meant to get team members in
trouble● Set the standard of what you would
like objectively
MAKE THE QA’S WORK FOR YOU
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● So what do you have QA checks for?○ Customer Experience○ Leads○ Appearance○ Procedures
PICK YOUR POISON
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● Truck Cleanliness● Tech Appearance
● Procedural Knowledge● Equipment
SOME POINTS OF FOCUS
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● What does a callback cost?● If you don’t do the callback,
where does the money go?● What does a bad customer
experience cost?
HOW DOES IT RELATE TO YOUR POCKET?
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QUESTIONS?Bernard Buttone, Branch Manager
Triangle Pest [email protected]
linkedin.com/in/bernardbuttone